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MSP Service Desk & Support SpecialistJob Summary:
We are seeking a Service Desk & Support Specialist to join our Managed Service Provider (MSP) team. This role is responsible for providing technical support to clients, troubleshooting IT issues, and ensuring a high level of customer satisfaction. The ideal candidate will have experience in a fast-paced MSP environment, strong problem-solving skills, and excellent communication abilities.
Key Responsibilities:Technical Support & Troubleshooting
- Provide remote and onsite support for client IT environments.
- Diagnose and resolve hardware, software, and network issues for Windows and macOS environments.
- Support Microsoft 365, Active Directory, Azure, and other cloud services.
- Troubleshoot and maintain network infrastructure (firewalls, switches, VPNs, Wi-Fi).
- Assist with backup and disaster recovery solutions.
Customer Service & Client Interaction
- Respond to help desk tickets and ensure timely resolution based on SLAs.
- Provide clear, professional communication to clients regarding their issues and solutions.
- Educate end-users on IT best practices and security awareness.
System Monitoring & Maintenance
- Monitor client systems using RMM (Remote Monitoring & Management) tools.
- Perform proactive maintenance, patch management, and security updates.
- Document solutions, configurations, and troubleshooting steps in the ticketing system.
Escalations & Collaboration
- Escalate complex issues to senior engineers when necessary.
- Work collaboratively with team members to resolve technical challenges.
Required Qualifications:
- 3 years of experience in an MSP or IT support role.
- Strong knowledge of Windows Server, Active Directory, and Microsoft 365 administration.
- Experience with network troubleshooting (DNS, DHCP, VPN, Firewalls, VLANs).
- Familiarity with RMM and PSA tools (e.g., ConnectWise, Datto, NinjaOne).
- Basic understanding of cybersecurity principles and best practices.
- Excellent troubleshooting and problem-solving skills.
- Strong verbal and written communication skills.
Preferred Qualifications:
- Certifications such as CompTIA A+, Network+, Microsoft MCSA, or CCNA.
- Experience with PowerShell scripting for automation.
- Knowledge of backup and disaster recovery solutions.
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